FAQs - InContact

General

1. I am not able to find a student in InContact.

  • Please confirm that the student has been enrolled in the course.
    (NOTE: For Canvas, there is a 24-48 hours data processing delay)
  • If not, contact your LMS administrator to verify the student has been enrolled to the appropriate course or the student need to be added to the course.

2. I do not need to see the previous term/semester courses in InContact anymore. Can you remove them from my view?

  • Please contact your IntelliBoard administrator regarding this request.

3. Some of the Communication types listed are not relevant to me. Can you remove them?

  • Please contact your IntelliBoard administrator regarding this request.

Stored Logs Feature (Only applicable for Canvas LMS)

1. When do the Stored Logs get processed and moved over to Communication tab?

  • The Stored Logs are processed once every 24 hours daily, at 6:00 am based on your time zone. 
  • Logs will be moved over to Communication tab if the pending Student has populate in InContact after Canvas data processing. 

2. Can I change the frequency of the Stored Logs being processed? 

  • Unfortunately, no. The frequency of this is not customizable. 

3. What will happen if I input an incorrect SIS ID and/or course for the student?

  • The Stored Logs will still be saved. 
  • BUT when the Stored Logs are processed, the logs with incorrect SIS ID and/or course will remained and not moved to Communication tab as the system would not be able to find a student with matching SIS ID and course. 
  • It is recommended to verify the correct SIS ID and/or course are input before saving the logs.

4. Why is my Stored Logs never move to the Communication tab?

  • The system is not able to find a matching student with the SIS ID and course input. 
  • Please verify that the correct SIS ID and/or course are input for the logs.

5. I have a bunch of Stored Logs that are incorrect and I do not want to see it anymore. Can the system remove them automatically? 

  • Unfortunately, no. The system will not remove any Stored Logs. 
  • You can manually deleted the Stored Logs that you do not want anymore by click the trash can icon of the corresponding logs.

6. Can I log all my Communications using Stored Logs function even if my students are already showing up in Communication tab?

  • No. The purpose of Stored Logs function is to store Communication logs for students who have not yet populate within InContact due to Canvas processing delay. 
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